Refund policy

Changed your mind? That is okay. As a consumer, you can withdraw from your purchase within 14 days without giving a reason. Here is how it works.

14-Day Right of Withdrawal

• You have 14 days to withdraw, starting on the day you, or someone you nominate (other than the carrier), receive the goods.
• If your order arrives in several parcels, the 14 days start when you receive the last one.
• You do not need to give a reason.

How to Tell Us

Send us a clear statement that you are withdrawing before the 14 days are up. It is enough to send it in time.

You can:

• Email us at info(@) unknownbikes.eu.
• Use our contact form.
• Write to our returns address below.

You may use the model withdrawal form at the end of this page, but you do not have to.

Returning Your Order

1. Notify us that you are withdrawing from your purchase.
2. Carefully prepare the product for return, including all accessories, documentation and any included items.
3. Arrange for the goods to be returned to the address below without undue delay and no later than 14 days after notifying us of your withdrawal.

Customers are responsible for arranging return shipment and covering its direct shipping cost. We recommend using a tracked and insured delivery service.

Packaging and Return Transport

Please pack your return with the same level of care and protection as when you received it. Products should be securely protected against movement, impacts and pressure during transportation.

Whenever possible, use the original shipping box, protective inserts and packaging materials. For bicycles, ensure that the frame, fork, wheels and components are properly secured and protected from contact with one another.

If the original packaging is unavailable, please use suitable alternative packaging that provides equivalent protection. The absence of original packaging alone does not affect your statutory right of withdrawal.

Customers are responsible for ensuring that returned goods are appropriately packaged. If inadequate packaging causes damage during return transportation, any resulting reduction in the product's value may be deducted from the refund, where permitted by applicable law. Any deduction will reflect the actual loss in value and will not be an arbitrary handling fee.

Product Condition and Inspection

Returned products should be complete, clean and in their original condition, with all accessories and documentation included.

You may inspect the product as you would in a physical shop. However, if a product has been used or handled beyond what is necessary to establish its nature, characteristics and functioning, any resulting reduction in value may be deducted from your refund.

For bicycles and components, this may include signs of riding, scratches, damage, excessive wear or other deterioration resulting from use beyond reasonable inspection. Any deduction will reflect the actual diminished value of the returned product.

Your statutory right of withdrawal remains unaffected.

Refunds

• We refund all payments received from you, including the cost of standard delivery if any was charged, without undue delay and no later than 14 days from the day we are informed of your decision to withdraw.
• We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier.
• We use the same payment method you used for the original purchase, unless we expressly agree otherwise. You will not be charged any fees for the refund.

Exceptions

The right of withdrawal does not apply to goods made to your specifications or clearly personalised.

Exchanges

Would you prefer a different size or colour? Please contact us before returning anything.

We can arrange an exchange by prior agreement, subject to availability. Exchanges are a voluntary service and do not affect your statutory right of withdrawal or your rights regarding faulty products.

Faulty, Damaged or Incorrect Products

If you receive a faulty, damaged or incorrect product, please contact us before arranging a return so we can assist you.

These situations are handled separately from ordinary change-of-mind returns, and your statutory consumer rights remain unaffected.

Faulty products are covered by the 2-year statutory legal guarantee, which is separate from the 14-day right of withdrawal.

Email us at info(@) unknownbikes.eu with your order number and proof of purchase. See our Warranty page for details.

Model Withdrawal Form

You can copy the form below into an email or print it out. Using it is optional.

Need Help?

Questions about a return or refund? Email us at info(@) unknownbikes.eu and we will be happy to help.